JOB SUMMARY

Under the supervision of the Operations Coordination Centre team, the incumbent ensures the smooth flow of operations and the passenger journey within the terminal to meet the needs of the various stages of the passenger process.

Additionally, through their interpersonal skills and professional expertise, the incumbent ensures that the organization’s Mission, Vision, and Values—Agility, Collaboration, Proximity, and Sustainability—are reflected and brought to life, in alignment with YQB’s objectives and strategic priorities.

 

RESPONSIBILITIES

Meet passenger and user needs

  • Inform, assist, advise, and guide traveling passengers;
  • Ensure smooth passenger flow and manage queue control by maintaining a visible presence in the terminal according to passenger process needs;
  • Act continuously to provide safe, courteous, and efficient services in order to deliver an outstanding airport experience;
  • Validate the accuracy of information displayed across various channels and notify the Operations Coordination Centre (OCC) when required (FIDS, BIDS, GIDS, website, public announcements, etc.);
  • Report any operational issues or equipment malfunctions to the appropriate personnel;
  • Support the Manager on Duty (MOD), as needed, with passenger services and the proper functioning of the terminal;
  • Maintain a thorough understanding of airport policies and standards related to the position;
  • Apply airport security standards on-site and within the terminal.

Participate in the Emergency Plan

  • Work closely with the Manager on Duty to provide support during the activation of the emergency measures plan.

Perform any other related duties.

 

REQUIREMENTS

  • High School Diploma (DES or equivalent).
 

QUALIFICATIONS

Required Experience

  • A minimum of two (2) years of experience in customer service;
  • Significant experience in an industry or activity sector related to transportation, event management, conventions, tourism, or public reception;
  • Relevant experience in an airport environment (an asset).

Language Requirements

  • Advanced spoken and written French;
  • Intermediate written English (LDL3);
  • Advanced spoken English (LDL5);
  • Knowledge of any additional functional language is considered an asset.
 

COMPETENCIES

Knowledge (what I have learned)

  • Microsoft 365 suite, including SharePoint, Outlook, Word, Excel, PowerPoint, OneNote, and Teams.

Skills (what I can do)

  • Use IT tools such as smartphones and computers, including basic functions as well as specific applications and features (Microsoft 365 suite, etc.);
  • Guide and advise customers;
  • Direct and manage crowds;
  • Handle dissatisfied customers;
  • Manage customer complaints.

Personal Attributes (who I am)

Core competencies (YQB values)

  • Agility;
  • Collaboration;
  • Proximity;
  • Sustainability.

Role-specific competencies

  • Information analysis and processing;
  • Adaptability;
  • Priority management;
  • Rigor and adherence to procedures;
  • Action-oriented mindset;
  • Understanding others;
  • Self-control;
  • Comfort interacting with the public;
  • Interpersonal communication;
  • Ability to inform and communicate clearly.
 

ROLE-SPECIFIC CONDITIONS

  • Good physical condition (ability to stand for extended periods);
  • Ability to work rotating day/night schedules, including 12-hour shifts;
  • Required to work simultaneously with multiple stakeholders and partners.
 

Please note that the use of the masculine form is intended solely to simplify the text. Québec City Airport Inc. encourages the establishment of working and recruitment conditions that eliminate inequalities for Canada’s four designated groups: women, Indigenous peoples, persons with disabilities, and visible minorities. Québec City Airport Inc. promotes a diverse workplace and, consequently, employment equity.